Ever saw a puppy or kitten video that you found so adorable that you just had to share it with your friends?
What you experienced while watching that video was “delight,” which pushed you towards sharing. In other words, you are promoting that video. Now elevate this experience to a service or product provider. As a business, you would like to know how good or bad was the experience of a consumer, such that they would: Promote your brand, stay Passive, or even Detract from your brand.

But what if you had to measure such a response in the most scientific way? This is where we bring in the Net Promoter Score.

Net Promoter Score is a mathematical classification of a consumer’s brand loyalty. Usually measured within the scale of 1-10, it provides a simplified, yet highly effective vision of a provider’s brand popularity and share-ability amongst its consumers.

Net Promoter Score is a mathematical classification of a consumer’s brand loyalty. Usually measured within
the scale of 1-10, it provides a simplified, yet highly effective vision of a provider’s brand popularity and shareability
amongst its consumers.

Considering your complete experience with our company, how likely would you be
to recommend our products to a friend or colleague?

The Net Promoter Score Question is an industry tested standard question which asks the user of a product/service the following:

Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?

In most cases of the answer options are arranged horizontally on a scale from 0-10. Respondents are then
measured based on 3 response categories where the score of Promoters is considered a good Net Promoter Score (9-10):

PROMOTERS

Respondents who gave a score of 9 or 10

PASSIVE

Respondents who gave a score of 7 or 8

DETRACTOR

Respondents who gave a score from 0 to 6

The Net Promoter Score Question is simple, but the responses collected to this one question could be
critical to your organization’s growth strategy. This is especially the case when you are considering the future of your product/service and how it can grow “organically” through word-of-mouth.

In terms of financial decisions, responses to the Net Promoter Score Question can offer unique forecast into
how much you may have to allocate towards paid outreach and advertisements based on the current state of organic growth.

While calculating Net Promoter Score manually is an option, the question arises – What do you do when you need to collect NPS responses from not 50, but 5000 or perhaps even more!

This is where QuestionPro and its advanced NPS measurement survey platform comes in. QuestionPro's Customer Experience (CX) platform offers a scientific
and visually optimised way to measure and analyse NPS data for unlimited number of respondents!

As we discussed above, it can be time, resource and cost consuming to calculate the Net Promoter Score manually for your respondents. The same applies to response collection mechanisms as well. Thankfully, one of the easiest and insightful ways to collect and analyse NPS results is through the Net Promoter Score (NPS) Survey.

QuestionPro CX allows you to create, send and analyse NPS surveys in a matter of minutes.

Here are some simple steps to launch your NPS survey using QuestionPro :

QuestionPro Promoter Amplification is an automated mechanism in-built within the QuestionPro Customer
Experience (CX) platform. On the basis of the response if a respondent is identified as a "Promoter", then a
new link prompts them to share their feedback on social media channels.

QuestionPro Detractor Recovery is a comprehensive mechanism in our CX platform that allows companies to
automatically receive negative feedback and take automated actions. This can be configured and customized
as per choice such as instant emails to detracting customers and automated ticket raising that alert their
customer care team in real-time such that they can quickly connect with the customer to identify and resolve
pain points.